Job Title :: L2 & L3 Support Engineer

Location :: Gurgaon India (Hybrid - Onsite 2 days in a week)

Minimum relevant experience :: 4 - 7 Years

Job Description:

Top Skills for L2:

L2 Role Overview:

Resolving incidents and requests based on standard operating procedures.
Perform basic troubleshooting of application, Escalate to L3 where necessary.
Provide end user support
Application monitoring and maintenance
Conducting regular scheduled activities such as application releases and month end, Incident management.
Ensure SOPs are created and maintained.
Identify opportunities for service improvement
Running scheduled activities on a daily and monthly basis, Incident Request /Service Request Management
Daily Application Checkout & Monitoring / Deployments.
Monthly Patching Post checkout (Follow daily App checkout), Housekeeping Cleanup activity (Disk space alert/Share folder Alert- Application folder), DR & Testing (Dry Run)
Proactive License tracking/ Certificate Renewal, Incident Management Process /SOT/Informing App manager on the MI in detail

L3 Top Skills:

L3 Role Overview:

Resolving incidents that have been escalated up from L2 or through monitoring
Identify the root cause of recurring issues and implement permanent fixes
Advanced trouble shooting using advanced diagnostic tools and application logs
Support users through more in-depth application knowledge
Release deployment for technically complex releases
Make recommendations for adding to SOPs
Find and implement opportunities for automating, Producing reliable and clear SOP documents, Supporting audit and regulatory investigations,
Testing support for key client activities e.g. patching and DR testing,
Remediation of Security alongside L3 support and the application development team
Identify opportunities for service improvement
Defect fixing in PROD-1 and PROD by following the complete SDLC (coding, peer review, testing, UAT , discussions with business, deployments to prod -1 and prod)

About Ascendion:

Ascendion is transforming the future of technology with AI-driven software engineering.
Our global team accelerates innovation and delivers future-ready solutions for some of the worlds most important industry leaders.
Our applied AI, software engineering, cloud, data, experience design, and talent transformation capabilities accelerate innovation for Global 2000 clients.
Join us to build transformative experiences, pioneer cutting-edge solutions, and thrive in a vibrant, inclusive culture - powered by AI and driven by bold ideas.

Technical Support Specialist